Tier 2 Help Desk Technician - Onsite

Genesis
10 is currently seeking a Tier 2 Help Desk Technician - Onsite for a long-term contract position with a Public Transportation Agency located in Dallas, TX. The role of the Tier 2 Help Desk Technician is to ensure proper computer operations so that end-users can carry out business tasks. This position provides phone and deskside support for basic hardware and software issues, requiring the ability to work independently with minimal supervision after an initial training period.

This role is 100% onsite with a schedule of Wednesday through Sunday from 7AM to 4PM after an initial 30-day training period. Responsibilities:
Provide Tier-2 support for the service desk, addressing and resolving technical issues related to computer software and hardware Install desktops, laptops, printers, scanners, monitors, and all devices related to a workstation Serve as an escalation point for customer service issues and for Tier-1 positions Receive, log, manage, and triage calls, incidents, and problems from internal staff via telephone and Service Now Troubleshoot and resolve hardware and software issues for desktops, laptops, tablets, mobile phones, audio-visual equipment, and peripheral devices Responsible for imaging workstations, delivery/installation, user configuration, and installing approved software Provide customer-facing support services and remote assistance to end-users, adhering to all ITIL service management principles Provide outstanding customer service and meet agency service level agreements (SLA) Requirements:
Associate degree from an accredited college or university in Computer Science, Information Technology, Business Administration, or a related field OR an equivalent combination of related education and experience Two (2+) years of experience in a desktop support role or related environment Must hold a current CompTIA A+ certification Advanced working knowledge and proficiency with Windows OS, MAC OS, IOS, Android OS and the Microsoft Office 365 line of products Proficiency in PC software applications, including Microsoft Office Must be able to work variable hours, including emergency responses to outages, work onsite despite various weather conditions, and work in an on-call rotation Valid Texas Class A, B, or C driver's license with a clean driving record Must be able to lift up to 50lbs and perform the physical requirements of the job Must be able to pass a drug screen and a Federal Criminal Justice (CJIS) background check Exceptional customer service skills and experience Ability to use rigorous logic and methods to solve complex problems with effective solutions Ability to relate well to all kinds of people and build constructive and effective relationships Desired skills:
Microsoft Office Specialist (MOS) or Microsoft Modern Desktop Admin Associate certification Pay range: $21.68 - $31.68 per hour Only candidates available and ready to work directly as Genesis
10 employees will be considered for this position. If you have the described qualifications and are interested in this exciting opportunity, please apply! Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis
10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis
10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals. For contract roles, Genesis
10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis
10:
Access to hundreds of clients, most who have been working with Genesis
10 for 5-20+ years. The opportunity to have a career-home in Genesis
10; many of our consultants have been working exclusively with Genesis
10 for years. Access to an experienced, caring recruiting team (more than 7 years of experience, on average.) Behavioral Health Platform Medical, Dental, Vision Health Savings Account Voluntary Hospital Indemnity (Critical Illness & Accident) Voluntary Term Life Insurance 401K Sick Pay (for applicable states/municipalities) Commuter Benefits (Dallas, NYC, SF, and Illinois) For multiple years running, Genesis
10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for…